Passes that expired on 31 March 2018
You should have received a new pass before your previous one expired if you:
- used it in the 12 months leading up to its expiry date (this would have been automatically renewed)
- renewed your pass by 12 March 2018
- let us know you moved home before renewing your pass, if applicable
If you haven’t received your pass and you should have, it may have got lost in the post or there may be a problem with the details we hold for you. You can email firstname.lastname@example.org with your full name, date of birth and address so we can check this for you and issue you a new one if necessary.
If your pass wasn’t automatically renewed and you didn’t renew it before 12 March, you can still renew it online if you have your customer number from the letter we sent you, or you can renew it at a library or gateway. If you have changed your address since receiving your last pass, you will need to let us know before you can renew your pass. It will take 10 to 12 days to process.
Passes expiring after 31 March 2018
You can renew your pass any time in the future by emailing email@example.com with your full name, date of birth and address and you won’t need to pay for it, or prove your eligibility again. For passes expiring after 31 March, renewals will take 15 days to process.
Without an English National Concessionary bus pass, you will need to pay the ordinary bus fare.
If the information you give us contains different information to what we hold for you, it may delay us sending your bus pass as we cannot renew passes without checking the information is correct.
Passes no longer required
If you no longer require your pass, please return it to us (at ENCTS, Kent County Hall, Contact Point, Invicta House, Maidstone, Kent ME14 1XX), hand it in at any library or gateway. You can also destroy it like you would with a new debit/credit card.
About your new pass
You can start using your new pass immediately, just like you would with a new debit/credit card.
Your old pass will stop working as soon as your new one is used on a bus. Please destroy your old pass immediately in the same way you would do with an old debit or credit card.
Let us know if you've moved home
Please complete the online address form if you've moved home since receiving your last pass so we can send the letter or your new bus pass to the right place. You will need to do this before you can renew your bus pass.